Contact Centre Team Manager – Lead & Develop in Glasgow

OPTICAL EXPRESS; Glasgow; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

33 days annual leave

Pension scheme

Free Laser Eye Surgery

Free eye tests

Discounted eyewear

Friends and family discount

Training and development

Job summary

Optical Express in Glasgow is seeking an experienced Contact Centre Team Manager to lead multiple agent teams, ensuring service levels and KPIs are met while delivering a consistent quality of care.

You will report to the Head of Contact Centre, oversee recruitment, coaching, and performance management, and work across shifts including evenings and weekends. This role is based in Glasgow and offers a competitive salary and benefits within a global organisation.

Qualifications

• Previous CCM or Team Leader experience required.
• Ability to manage multiple teams with differing brands.
• Excellent communication skills (verbal & written).
• Experience dealing with behaviours and performance per HR framework.

Responsibilities

• Managing the team to ensure consistent call handling (inbound & outbound).
• Report performance and elevate problems.
• Establish and maintain effective work procedures.
• Identify coaching and training needs to improve staff skills and knowledge.
• Evaluate performance and drive KPI achievement.
• Support smooth operation of service and take on additional duties.
• Handle calls and enquiries as required.
• Participate in recruitment of new staff.

Skills

CCM experience

Team leader experience

Excellent communication

HR framework experience

Job description

Optical Express in Glasgow is seeking an experienced Contact Centre Team Manager to lead multiple agent teams, ensuring service levels and KPIs are met while delivering a consistent quality of care.

You will report to the Head of Contact Centre, oversee recruitment, coaching, and performance management, and work across shifts including evenings and weekends. This role is based in Glasgow and offers a competitive salary and benefits within a global organisation.